Refund Policy
The products sold on lutececosmetics.com are sold by Lutece Management EOOD (Lutèce Cosmetics brand). For any questions: contact@lutececosmetics.com.
1. Right of withdrawal: 14 days. You have 14 days from the date you receive your order to exercise your right of withdrawal, without having to provide a reason. To do so, send us an email at contact@lutececosmetics.com with your order number and the products in question: we will then provide you with the return address. The products must be returned to us within 14 days of your request.
2. Unsealed hygiene products. In accordance with Article L221-28 of the French Consumer Code and Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection. Our intimate care products and lingerie may therefore only be returned if they are unopened, unused, and in their original, sealed packaging.
3. Fees and Refunds. Return shipping costs are the customer’s responsibility, unless the product is defective, damaged, or does not conform to the description. After we receive and inspect the products, we will refund the price of the products and the original shipping costs (based on the standard shipping method) within 14 days at the latest, using the same payment method used when placing the order.
4. Damaged, defective, or non-conforming product. Please contact us as soon as possible at contact@lutececosmetics.com with your order number and photos of the product and packaging. We will offer you a replacement or a refund at no cost to you. These cases are covered by the legal warranty of conformity (Articles L217-3 et seq. of the Consumer Code).
5. Damaged or Late Package. If a package is visibly damaged, file a claim with the carrier and notify us. If your order is not delivered within 30 days of placing the order, you may request that it be canceled and receive a full refund.
6. Contact Us. Customer Service: contact@lutececosmetics.com; we’ll respond within 48 business hours.